[markdb77]

I have had 2 fully loaded Sprint SERO $30 plans (w/ TEP) for years. I have had my phones replaced at least a dozen times in the past for various issues, simply by going to a sprint repair center. They take the phone, I come back in an hour, and they give me a new or refurbished phone. If the problem is not water or physical damage, it is covered by the ESRP portion of the TEP and warrants a replacement if they cannot fix it. I have even had them replace a Treo 755p with a shattered screen, obviously dropped, yet they handled it in-store without involving Assurion Insurance ($100 fee).

I called customer service a few weeks ago to get notes put on my account that my Touch Diamond was malfunctioning and I wanted a replacement. They CS agent told me that a replacement was NO problem and I could walk into a store and get an exchange. He said he notated my account. I go into a retail store today and explain my situation. The rep says "Oh, you have an employee account, I can't look up the notes on your account. We can't do anything with this account. I could get fired. I shouldn't have even opened it at all."

They did do an e-ticket on the phone, and issued a replacement.

Still, this is the first time a rep told me my account COULD NOT BE OPENED. I do realize if you call sprint 10 times, they will tell you 10 different things and hopefully this is just the discretion of this particular rep and not more phasing out of SERO support.